Content
Dashboard
Open the Dashboard page from the main menu:
Dashboard Filter
You can choose from Filter categories which data you would like to visualize a Dashboard on. You can narrow data to a specific calendar period, chose the relevant Team or Agent, and chose only specific Topic.
All the Dashboards and Tables below will be visualized based on the selected Filter.
For example: if you choose "Date range": "Last Month" and "Team": "Customer Support", all your below tables and graphics will be visualized particularly for data of this team and period.
Dashboard Fast Overview section
Fast overview sections visualize essential metrics based on the chosen query in Filter:
Avg calls per Agent - average calls/conversations per agent for the whole period based on the chosen query in Filter. E.g., if selected "Last Month" and "Team: Customer Support", it will show average calls/conversations per Agent from the current Team within a chosen period of time (will completely ignore other Teams).
Average calls per day - average calls/conversations per day for the whole period based on the chosen query in Filter. E.g., if selected "Last Month" and "Team: Customer Support," it will show average calls per day for the current team within a chosen period.
Comments given - the overall amount of given comments (Comments to Conversations, Feedback to an Agent, Notes) for the whole period based on the chosen query in Filter. E.g., if selected "Last Month" and "Team: Customer Support", it will show the number of given comments (Comments to Conversations, Feedback to an Agent, Notes) for the current team within a selected period of time.
Scored Conversations - the overall amount of Reviewed/Scored calls/conversations for the whole period based on the chosen query in Filter. E.g., if selected "Last Month" and "Team: Customer Support", it will show the number of reviewed/scored calls/conversations for the current team within a selected period. Please see details on How to Review the Conversation?
Duration distribution - how long was the call for the selected period. And what was the distribution of the durations? This donut shows you precisely what was the duration of calls. E.g., if selected "Last Month" and "Team: Customer Support", it will show the percentage of less than 30-second calls; the rate of calls with a duration from 30 to 60 seconds; the percentage of calls with a period between 1 and 3 minutes; etc.
Common Metrics (Table)
Common Metrics table visualizes overall contact center metrics based on the chosen query in Filter:
Each column is clickable, and you can go deeper to evaluate deviation from average for whole team values.
Agents Overall - list of Agents based on the chosen query in Filter.
Num of calls - the overall number of calls/conversations for each agent based on the chosen query in Filter.
Average duration - average call/conversation duration for each Agent based on the chosen query in Filter.
Agent/client ratio - how much time, on average, each Agent was speaking in the call/conversation based on the query selected in Filter. E.g., 70% mean on average speaks 70% of the call for the chosen period.
Silence - Based on the chosen query in Filter, how much dead air (silence) on average in the call/conversation within a selected period.
Cross-talk agent - how often do the Agents overlap with the Customer? This metric shows how much time, on average, the Agent was speaking in each conversation while the Customer was speaking. Counts only overlap initiated by Agent.
Experience metric -
Agent Scoring (Table)
Agent Scoring table visualizes reviewed/scored conversations based on the chosen query in Filter:
Columns represented averaged scoring per agent and scoring group selected in the Filter query. Scale is Relevant, where the highest value is 100% - which means that all calls/conversation was reviewed/scored with a "Yes | Succeed" score for the selected period. And the lowest value is 0% - which means that all calls/conversation was reviewed/scored with a "No | Failed" score for the selected period.
Each column is clickable, and you can go deeper to evaluate the exact values of each scoring group.